Branch Experience Leader - Customer Excellence (UAE)

ADIB - Abu Dhabi Islamic Bank

Abu Dhabi

On-site

AED 210,000 - 310,000

Full time

6 days ago

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Job summary

ADIB - Abu Dhabi Islamic Bank is seeking a Customer Experience Manager in Abu Dhabi. The role focuses on executing the Bank's customer excellence strategy, improving service levels across branch networks, and acting as a U.A.E.-wide customer experience ambassador.

The position requires a strong banking background, fluency in English, and willingness to travel across the UAE. Responsibilities include leading initiatives with the CEG leadership, coaching frontline staff, and monitoring customer

Qualifications

Bachelor's degree is required.
Must be fluent in English.
Customer-centric mentality is essential.
Familiarity with bank systems, products and services, especially in branches.
Ability to multi-task and address many issues simultaneously.
Team player with collaborative mindset.
Willingness to travel to all areas in UAE.
Excellent in MS Office (Excel, PowerPoint, Word).

Responsibilities

Support CEG Leadership with customer experience initiatives and follow through on AD HOC tasks.
Collaborate with CEG and area managers to improve service levels across branches.
Monitor customer satisfaction against ADIB standards and address service gaps.
Educate frontline staff using mystery shopper findings and customer service standards.
Investigate staff attitude complaints and report findings with recommendations.
Track high wait times and feedback devices and propose action plans with management.